Cloud Agnostic Model-Driven Contact Center Deployment

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Solution Overview

Problem

Conventional cloud contact center solutions are inflexible, slow to change, and lack resilience against operational outages, making them inadequate for modern business needs, particularly in multi-cloud environments where vendor implementations and interfaces vary significantly.

Innovation Solution

Implementing a cloud-agnostic model-driven architecture that automates deployment and configuration, enabling agile deployment models across multiple cloud runtimes, ensuring business continuity by configuring cloud contact centers as backup solutions and mitigating risks through reusable model-driven designs and DevOps tool chains.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If conventional contact center solutions are used, then implementation is straightforward, but flexibility and speed of change are poor

Engineering Contradiction:

Improveflexibility and speed of changeVSAvoidcomplexity of deployment and configuration

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The contact center solution is segmented into independent microservices deployed across multiple cloud environments. Each microservice can be developed, deployed, and scaled independently, enabling flexible adaptation to business needs while maintaining manageable complexity through modular architecture.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The platform implements a universal cloud-agnostic architecture that can deploy contact center services across multiple cloud providers and environments. This multi-functional design allows the same core services to operate in different cloud infrastructures, improving adaptability without proportionally increasing complexity.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Reliability

If multi-cloud strategy is implemented, then resiliency and business continuity are improved, but complexity due to vendor diversity increases

Engineering Contradiction:

Improveresiliency and business continuityVSAvoidcomplexity of vendor implementations and interfaces

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

An abstraction layer is introduced between the contact center services and the underlying cloud infrastructure. This intermediary layer handles vendor-specific variations and interfaces, allowing the core services to remain cloud-agnostic while maintaining resiliency across multiple cloud providers without exposing complexity to users.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system dynamically adjusts configuration parameters to adapt to different cloud environments. By parameterizing cloud-specific settings and interfaces, the platform can switch between vendors and handle failures without requiring fundamental architectural changes, thus improving reliability while managing complexity through configurable parameters.

Inventive Principle:

Principle #35Parameter changes

3Reliability

If manual configuration is used, then initial setup is simpler, but human misconfigurations and security vulnerabilities increase

Engineering Contradiction:

Improvereduction of misconfigurations and security risksVSAvoidlevel of automated deployment and configuration

Core Design Contradiction:

ReliabilityVSExtent of automation

Solution Approach 1:

The deployment system is designed to be self-configuring through infrastructure-as-code and automated provisioning. The system automatically generates configurations, manages security policies, and provisions resources without manual intervention, reducing human errors and security vulnerabilities while maintaining high levels of automation throughout the lifecycle.

Inventive Principle:

Principle #25Self-service

4Adaptability or versatility

If new capabilities are introduced in conventional systems, then service functionality is improved, but redesign complexity and cost increase

Engineering Contradiction:

Improveability to introduce new capabilitiesVSAvoidspeed and cost of implementation

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The contact center platform implements dynamic service composition where new capabilities can be introduced by adding or modifying individual microservices rather than redesigning the entire system. This dynamic architecture allows incremental enhancement of functionality with reduced complexity and faster time-to-market.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS11762757B2System and method for model-driven multi-cloud contact center

Publication Date: 2023.09.19 JPMORGAN CHASE BANK NA

AI summary

Various methods, apparatuses/systems, and media for automating deployment and configuration of contact centers are disclosed. A processor implements a cloud agnostic model-driven architecture, the architecture including at least a design-time environment and a run-time environment with corresponding combination of tools configured for delivery, development, and management of applications throughout systems; creates a cloud agnostic model configured to be executed on a plurality of cloud environments runtimes for an on-demand execution; on-boards and validates the cloud agnostic model in the design-time environment; tests, in response to a positive validation, the cloud agnostic model in the design-time environment; publishes, in response to a positive test, the cloud agnostic model on the run-time environment; activates the cloud agnostic model on the run-time environment; and creates, in response to activation, a multi-cloud contact center.